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Coronavirus updates

We’re working hard to keep our developer services up and running while supporting our colleagues with the critical task of supplying water and wastewater services to our community.

We’ve been identified as key workers by the Government and will continue to review our activities in line with their advice, to make sure our customers and our people stay safe. This means we need to change the way we do things for a while – some activities may take a little longer and we’re carrying out extra checks before we go ahead with any field work.

You can contact our Helpdesk team on 0800 009 3921, 8am to 5pm, Monday to Friday (closed bank holidays).

Application processing delays

You can still apply for services as well as pay for your application online.

Please bear in mind that, in line with government guidelines, many of our team members are now working from home. As we’re still fine-tuning how this works, it may take us longer than usual to process your application.

We appreciate your patience and will get back to you as soon as we can. Please only follow up if you really need to. Thank you for bearing with us.

We’re prioritising work that’s part of the response to the coronavirus outbreak, such as new water and wastewater services for testing units, research centres and field hospitals. If your work relates to this, please make sure it’s clear in your application so we can prioritise it accordingly.

Restricted work on site

We want to support you to deliver your work to expected timescales but need to bear in mind the health and wellbeing of both our customers and our staff.

We’re therefore reviewing field service work on a case-by-case basis, to make sure it’s safe to carry out using the changing working practices we’re following during the coronavirus outbreak. The checks we make will be in line with the most up-to-date government guidance.

We’ll assess each job before we start it, as well as continuing to review it once work is under way. If it’s safe for our team to carry on working, then we’ll do so. If we have any concerns, we’ll discuss these with you and aim to find a solution.

Please engage with us as early as possible so we can meet your expected timescales, as it’s currently taking us longer than usual to plan and schedule work.

We’re sorry for the inconvenience this has caused and thank you for your support and understanding.

How we're performing

We've been working with other water companies and Water UK to agree service targets. These standards cover our performance in activities that are essential for housing development. They include responding to initial enquiries, providing designs and quotations, construction and connection, and dealing with legal agreements.

The performance levels are published quarterly by Water UK, find out how performance is measured and levels of service and latest reports.

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